BBVA Compass

  • Operations Coordinator Ii

    Job ID
    2018-115402
    Category
    ENGINEERING
    FLSA Status
    NON-EXEMPT
    Type
    FULL TIME
    EOE Statement
    Equal Opportunity Employer - Minority/Female/Disability/Veterans.
  • Overview

    At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.

    Responsibilities

    Responsibilities will include level three inquiries, research requests, issues, and escalations from BBVA Compass enterprise wide business partners for Engineering Operations. Will use established tools to collect, track, trend, and analyze data. Will answer phone calls (internal & external) and provide high level of customer service.  Will work emails, tickets and inquiries received over the phone. Will receive escalations from different areas of the bank and must display a calm and professional behavior. Will work closely with Engineering Operational areas to assist internal business partners. Work with different areas for in depth review of analytics. Establish benchmarking for department inquiries and provide month to month comparisons. feedback on Engineering Operations’ performance. Identify process improvement opportunities based on feedback and analytical data to create process improvement. Maintain constant and open communication to keep business partners apprised of issue status and long term resolutions. Cohesively meet and work with Customer Service, Social Media Team, One Team, and Client Care Unit for collaborative efforts in reviewing talking points/scripts and processes to assist customer care units in improving client experience. Team member will work independently or as part of a team. Will interact with business partners via phone and email, so great grammar and verbal skills are required.

    Qualifications

    Qualifications:

    • Excellent verbal and written communication & interpersonal skills
    • Vault Services Experience Required
    • Ability to interact and support business partners in all levels of the bank
    • Ability to build strong business relationships
    • Ability to handle stressful situations with a calm and professional behavior
    • Ability to work in a team environment that collaborates with various departments within and outside of Engineering Operations
    • Must display a friendly and helpful attitude with the ability to positively interact with clients and team members
    • Detail oriented, organized, and effective time management skills
    • Three to five years Operations Experience
    • Ability to work under pressure, multi-task, and with operational deadlines
    • Ability to collect, analyze, and interpret both qualitative and quantitative data
    • Ability to review and determine business process improvement opportunities
    • Identify customer experience improvement opportunities
    • Ability to lead in projects and department initiatives
    • Assist with training of new processes and introduction of new applications
    • Presentation skills

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